I’m posting this to share my experience with DJI support and hopefully get a fair resolution.
I own a DJI Osmo Pocket 3, which is still under warranty and has been very lightly used. The device is in near-new condition and has never been dropped, misused, or exposed to water or any abnormal conditions.
The main issue is that the screen suddenly turned completely black and does not work at all. The device powers on, but the display remains black and unusable, making the product impossible to operate. This happened under normal use and is clearly a manufacturing defect, not user damage.
I contacted DJI support to request warranty service. Unfortunately, instead of a clear solution, I faced repeated delays, excuses, and inconsistent responses. After multiple communications, DJI support refused to cover the repair under warranty and asked me to pay for the repair, despite the following facts:
- The issue is a complete black screen that appeared during normal use
- The device is barely used and in excellent physical condition
- There are no signs of damage or misuse
- This is clearly not a user-caused issue
This outcome is extremely disappointing, especially from a company with DJI’s reputation. I fully cooperated with the support team, provided all requested information, and followed every step they asked for, yet the final response was simply a rejection without a reasonable technical explanation.
As a customer, I believe this goes against basic warranty principles and consumer trust.
I am sharing this here in the hope that:
- DJI support or moderators will review this case properly
- Other users are aware of how similar warranty cases are being handled
Thank you to everyone who took the time to read this.
Before going through all of this, did you try to reset the device?
Hold down the power button for 10 seconds, let it boot. Repeat this several times (5 or more, this has worked on some units in the past) and see if your device recovers.
Next, remove the SD card, retry without the SC card, as a corrupt card can also cause this problem.
Let us know.
Yes, I have already done all the steps, but the problem persists.
It is clear that there is a fault in the internal board, and it is a manufacturing defect, as I have looked into it and many other people have the same issue.
Actually, that is not true; "It is clear that there is a fault in the internal board." It might as well be a broken or damaged flex cable. In that case, it is not the motherboard. It could also be a corrupt SD card.
I have to ask about the "many other people" you're referring to. This kind of problem has not been reported here. Search yourself; if you find any, let me know.
well im in Malaysia and I purchased my pocket 3 back when I was in Hong Kong. so the screen magnetic thingy is broken or got loose and I had to proceed with paid repair service in Malaysia authorised service center. Its a shame that I couldnt claim the warranty but their policy is quite clear when they explained it to me. Lucky i didnt buy Care Refresh cause it wouldnt support my country as well. Anyway, we both should have made our homework first before purchasing. I dont think you are going to win this man.
You have to check with the shop that you bought from. Is that shop an authorized dealer ?
If not, they are selling imported sets from other region which warranty is not covered
Are you in Australia? ACL would definitely kick-in here and DJI would have no choice but to 'make good on the item (repair/replace/refund)...
Still have the receipt? Sounds odd for DJI something isn't right here...
Best of Luck.
Thank you. I am not in Australia; I am in the Middle East.
The employee told me that if I travel to the United States, the repair can be done. This is very strange.
Is it reasonable for me to travel just to use the warranty and fix manufacturing defects?
This is extremely frustrating.
Alternatively, it can be repaired at my own expense, including international shipping, which is completely unacceptable.
I have the receipt and all the required documents.
However, they continue to avoid honoring the warranty, and every response I receive is unreasonable.
Middle East. Which Middle East? More specifically, which country? I know DJI does not have repairs and warranty exchange in some countries, and that may be the reason.
First, check if there is a service centre in your region: https://www.dji.com/bg/service/repair/centers
The warranty was international and comprehensive, but after my issue they updated it because I informed them by email, with a screenshot, that there was a global warranty.
Immediately after that, they updated it on the website and canceled the international warranty.
I told them that if the issue is not a manufacturing defect, I will bear all the costs.
I am confident that it is a manufacturing defect, but they are avoiding it, which is very strange.
Why are you avoiding the question: Is there a DJI service centre in your region?
And I am pretty sure you are wrong regarding any international warranty (no such thing, never was, never will there be, that goes for any company worldwide really), that is for Care Refresh only, which is an add-on warranty you purchase separately. Once purchased, it covers worldwide. The normal warranty does not, never did, and never will.
The normal manufacture warrenty is tied to the region you bought the device in. So, if you bought it abroad, there will be no warranty unless you travel. It has been like that forever.
This is not a fault of DJI, but a user error.
I’m telling you it was deleted from the website, and it was documented before the modification. Why are you deliberately avoiding this point?
In most companies, if there is no local agent, the warranty is covered by the nearest authorized agent this is common knowledge across all brands.
So tell me plainly: are you their lawyer or one of their employees trying to cover up manufacturing defects? Or are you just an affiliate marketer working on commission? Be honest for once.
LOL, what on earth?
Nah, dude. I am the head mod of this unofficial sub whose purpose is to try to help other people.
That does not mean I should take any side, not at all.
And no, if you bought a product in region A, it should not be covered in region B. I don't know any company that does that.
Anyways, the topic has been covered before here.
Affiliatie...dude, how would that even work without purchase links here on the site?
You just made my day, thanks 😉👀
Btw, would love to see the "the website, and it was documented before the modification"
Edit: LOL, someone reported my comment as spam...how the f*** is this spam? Jezz
Sounds like you're saying if you went and purchased a new OP3 the exact same way you did for the faulty one, you wouldn't have any warranty at all?
Doesn't seem right..?
I have all the documents and email communications that prove this.
I strongly believe you have a close relationship with this company.
You are directly affiliated with DJI (employee, contractor, reseller, moderator, or affiliate), or acting on their behalf.
Me? Tf? Nope. Just a happy consumer DJI consumer.
OP mistook you for me 😉👀
See if you can find the old 'international warranty' wording before it was modified via the Internet Archive: https://web.archive.org/
Yeah, I asked OP, but no answer yet.